Julien Dombre wrote: > Hi, > > Duration in followups correspondong to the REAL time a technician pass > to solve the ticket.
Yes, Understood. > 6 months to solve a ticket ? Really long problem. Most of it because of warranty claim of the item. We track all the item that was send to supplier / factory to claim warranty of product and it's take between 2-6 month for the supplier / factory to repair and return back the item especially item that was purchase oversea. > It can cause problem on stats which are computed on hours. > > Must to discuss about that. > Currently, i change the status manually to pending, but still the durations of pending cannot be count because of the time limitations ( hours, minutes ). If it's was possible, i love to see an additional of the automatic calculations when the status of the tickets is change manually by the user ( mostly pending and solve (not close)).. So, instead of just one durations, it will have the durations that was input by the technician ( as currently implement ) and the durations of automatic calculations from the status changing likes : Total Real Time : xxxx <- this was total time input by tech in hours or minutes Total Time Pending : xxxx <- automatics total calculations from status changing to pending and change to other status in days, hours or minutes Total Time Solve (Not Close) : xxxx <- automatics total calculations from status changing to solve(not close) and change to other status in days, hours or minutes etc ( from ticket status )... Meaning to say, every changes from the tickets status will be automatically calculate it's durations ( as of current implementations, it's will automatically calculate only from the openning of the tickets till the close of the tickets ) > Regards > > Julien > Thanks and Regards, _______________________________________________ Glpi-dev mailing list Glpi-dev@gna.org https://mail.gna.org/listinfo/glpi-dev
